As the sole designer across both the My Account website and native mobile app, I was responsible for the end-to-end experience that allows existing Sky customers to self-serve across a wide range of account functions. From managing their subscription, updating billing and account details to resolving device issues.
One of my key projects was designing a one-click package upgrade flow, built to support targeted EDM campaigns aimed at encouraging existing customers to upgrade. A deep link took users directly to a streamlined cart page designed for quick checkout, while still meeting all required legal and marketing compliance standards. This balance required close collaboration with stakeholders across the business.
I also designed the Sky Rewards experience within My Account — a campaign-driven initiative where loyal customers were prompted with personalised rewards such as free upgrades and merchandise. My work covered the rewards banner on the main dashboard through to the full claim flow post-login, giving customers a clear and satisfying way to redeem what they'd earned.
Another significant project was the faulty device swap journey. This is a flow that needed to collect the right fault information from customers without becoming a frustrating or overwhelming experience. I worked closely with multiple internal stakeholders to unpick the business requirements and find the right balance, using that process to push toward the best possible experience for the customer in this journey.
